complaint·May 16, 2023

Department on March 7, 2023. During this transition, staff interviews revealed that four (4) residents had passed away and had not received their refund. Facility staff explained that once resident’s personal belongings are removed and keys for the room are returned, the BOM requests a refund from the facility’s corporate office. Refunds are approved and processed through the corporate office and not directly by the facility. Staff interviews indicated that, due to the change of ownership, a new billing software was implemented. The ledger for February 2023 was not uploaded to the new system. Subsequently, the ledger created erroneous credits and charges. BOM requested corporate to assist with correcting the ledgers for Resident 1 (R1), Resident 2 (R2), and Resident 3 (R3). Facility records showed R1 passed on February 4, 2023. R1’s items were removed on February 10, 2023. BOM stated that R1’s ledger was corrected May 14, 2023 and a refund request to corporate would be submitted today, May 16, 2023. R2 passed on February 15, 2023. R2’s items were removed on February 17, 2023. After corporate assisted BOM with ledger, a refund was requested by the facility to the corporate office on May 15, 2023. Facility records show that a refund was sent May 16, 2023. R3 passed on February 3, 2023. R3’s items were removed on February 18, 2023. BOM stated that ledger will be corrected today, May 16, 2023, and a refund will be requested by the facility to the corporate office today as well. Resident 4 (R4) passed on March 23, 2023. R4’s items were removed on March 31, 2023. Due to the date of death, the ledger had no issues being uploaded to the new system. A refund was requested by the facility to the corporate office on April 6, 2023. Facility records show that the refund was sent April 27, 2023. Based on the evidence obtained during the complaint investigation, the allegation that the facility did not refund money owed after resident's death is found to be SUBSTANTIATED, as there is a preponderance of evidence to show the violation occurred. Pursuant to the California Code of Regulations, Title 22, Division 6, deficiency is being cited on the attached LIC9099D and a plan of correction was jointly developed. An exit interview was conducted with BOM; a copy of this report and Licensee's Rights (LIC9058) were provided.